Adrian Cruz

Customer Success Manager | 2025 – Present

• Managed a portfolio of approximately $1.8M–$1.9M in ARR, consistently exceeding Gross Revenue Retention targets (~101–103% attainment across all quarters)
• Incorporated Nova and AI-driven insights into approximately 125+ customer meetings since October, positioning AI as a core value driver in customer conversations
• Proactively identified churn risks using account health signals and customer engagement trends, partnering cross-functionally to mitigate risk and preserve key accounts
• Significantly exceeded expansion opportunity targets across all quarters:~192% of goal (Q2), ~141% (Q3), ~212% (Q4)
• Leveraged tools including Gong, Granola, and Nova to improve meeting preparation, identify risk/opportunity signals, and ensure consistent follow-through
• Actively contributed to advancing AI adoption both internally and externally, aligning with UpKeep’s strategic focus on AI-enabled customer success
• Operated as a trusted advisor, guiding customers through product adoption, and operational improvements
• Consistently advocated for customers by escalating product feedback and influencing internal teams to improve customer outcomes
• Recognized as a top performer / Q4 MVP, reflecting overall impact and contribution to team success

• Managed a portfolio of 200+ accounts, owning the full customer lifecycle including renewals, adoption, and expansion.
• Built and delivered scalable training materials and resources to enable customers to effectively leverage the platform.
• Analyzed customer usage data to generate actionable insights that drove product adoption and improved retention.
• Partnered cross-functionally with operations and support teams to resolve service issues and enhance overall customer satisfaction.
• Developed and maintained strong relationships with key stakeholders, ensuring high levels of engagement and long-term success.
• Streamlined customer onboarding processes, accelerating time-to-value and improving retention outcomes.
• Supported the implementation of ChurnZero as the core CS platform, contributing to health scoring, proactive automation, help center development, and in-app engagement strategies.